Aeralis

Common Issues and Solutions

3 min read·Updated December 1, 2025

Common Issues

Here are solutions to the most frequently encountered issues.

Add-on Not Loading

Symptoms

  • Add-on icon doesn't appear in Gmail sidebar
  • Add-on panel is blank or shows an error

Solutions

  1. Refresh Gmail - Press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows)
  2. Clear browser cache - Clear cache and cookies for Gmail
  3. Check browser - Use Chrome or a Chromium-based browser for best compatibility
  4. Disable other extensions - Ad blockers can sometimes interfere

Draft Not Appearing

Symptoms

  • Generation completes but no draft appears
  • Draft appears in wrong Gmail account

Solutions

  1. Check the correct account - If you're signed into multiple accounts, ensure you're using the right one
  2. Check Drafts folder - The draft may be there but Gmail's UI hasn't updated
  3. Wait a moment - Gmail API can have slight delays

Generation Errors

"Rate limit exceeded"

You've hit the monthly limit for your plan. Options:

  • Wait until next month for free plan reset
  • Upgrade to Pro or Business for unlimited generations

"Authentication error"

Your session may have expired:

  1. Sign out of the add-on
  2. Sign back in with Google
  3. Re-authorize the permissions

"Content policy violation"

The AI flagged your request. This usually happens when:

  • Request contains inappropriate content
  • Request attempts to generate spam
  • Request violates usage policies

Email Quality Issues

Generated email is too long

Add instructions like:

  • "Keep it brief, under 100 words"
  • "Be concise and direct"

Wrong tone

Make sure you've:

  • Selected the correct profile
  • Set the appropriate tone setting
  • Added custom instructions if needed

Missing context

Use grounding tools to improve context:

  • Add relevant URLs to your profile
  • Enable Google Search for current information
  • Upload relevant documents to Knowledge

Account Issues

Can't sign in

  1. Clear browser cookies for the site
  2. Try an incognito/private window
  3. Check if Google account is suspended

Subscription not active

  1. Check billing page for payment status
  2. Verify the correct account is logged in
  3. Contact support if payment was successful but plan not activated

Still Need Help?

If none of these solutions work, contact our support team with:

  • A description of the issue
  • Screenshots if possible
  • Your browser and operating system
  • Any error messages you see
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